Your account queries answered

Our call centre is open and our team is ready to help you, although please be patient if it takes a little longer to answer the phone than usual.

To help, we’ve answered some of the most commonly asked questions below including queries on Maturities, Annual Statements and postal delays plus general account queries and who to contact.

So that we can serve our customers with the most urgent requests, please only call or email us if you're unable to find the answer to your query on our FAQs page or in the information provided below.

COVID-19

If any of your queries relate specifically to COVID-19, please see our separate, dedicated FAQs page.

Account-specific queries

Postal delays

We’ve been made aware of delays with Royal Mail delivery, which means we’re not receiving your applications, maturity instructions or other documents and requests as quickly as usual.

Please bear with us (and Royal Mail) until normal service resumes.

Maturities

With the postal delays affecting receipt of your paperwork, we’ve extended the cooling-off period (where you can close your new account without penalty if you change your mind) to 30 days from the maturity date.

This means that if we don’t receive your instructions in time and automatically transfer your savings into the default product, you’ll still have 30 days from the maturity date to make your decision without incurring a penalty.

Where possible, please continue to post your maturity instruction form to us and we’ll action your request penalty-free (providing we receive it within the 30 days after your maturity date).

Balance enquiries / ISA transfers / deposit not showing on my account

The easiest way to see your balance or check your deposits is through your online account. If you haven’t already done so, you can register here for access to our online services.

ISA transfers from another provider can take up to 15 days to complete, however we’re aware that some providers are facing delays in transferring your savings to us. Please be assured we’re taking special measures to ensure this doesn't affect your account with us.

Please also see our paying money in page, where you’ll find further information on making a deposit.

Closing an account or withdrawing funds

For help with closing an account, withdrawing funds and payment timelines, please go to our taking money out page.

Annual Statements

Annual Statements will be posted to you during the first week of June, however due to the delays affecting the postal service, your statement may take longer to arrive than usual.

General/customer service enquiries

Requesting a call back

Our call centre is very busy at the moment - to save you waiting in a queue, we may ask you to leave your details so that we can call you back.

Our team is working hard to return your calls as soon as possible, including calling outside of our usual business hours.

Get in touch

AER stands for Annual Equivalent Rate and illustrates what the interest rate would be if interest was paid and compounded once each year. As every advertisement for a savings product will contain an AER you will be able to compare more easily what return you can expect from your savings over time.